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Certified BPO Team Leader (CBTL)

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Course Overview :

This certification program includes training (to facilitate learning and skill development at the front-line management level) and continuous assessment (to evaluate against established benchmarks and standards for individual skills) based on a proven body of knowledge required for successful execution of front-line management roles.

Target Audience:

Team Leaders, Supervisors, Assistant Managers, Executives/Associates aspiring/selected for becoming Team Leaders

Course Outline

• Overview and Role of a Team Leader/Operation Leader
• Operations Management
– Understanding Metrics
– Data Analysis, Planning and Management
• Quality Management
– Tools for Improvement
– Basics of Monitoring
• People Management
– Dynamic Floor Management

What You Will Learn
• Principles of managing Operations, People and Quality
• How to manage using metrics
• Skills to manage the floor on a day-to-day basis
• Understand the relationships between planning, people, processes and performance
• Increase readiness to apply learning ‘on the job’ immediately

Course Duration: 3 Day Course